Team Leader Consumer Care DACH region - German Speaking

Your main responsibilities:

The role of Team Lead Consumer Care & Engagement DACH draws on elements of consumer care & engagement, community management, analytical skills and stakeholder interaction. You will be confident in your expertise, a hard-working individual and able to think creatively and act decisively.

Powered by Konecta, we support our partner's digital and Consumer Experience transformation and cultural change by staying transparent and inclusive, seeking for progress rather than perfection.

💼 Position Overview:

You will be part of the dynamic Consumer Interaction Centre (CIC) team – a team of experts who engage, on behalf of our client, with consumers and online communities through relevant conversations, content & experiences. The CIC team operates across a range of platforms and across a number of iconic brands.

The Team Lead Consumer Care & Engagement Iberia role is multi-disciplinary and requires a hands-on, confident approach 💪. You will work across channels and should be confident engaging with our client’s consumers, managing CARE related topics on social media and email communication. You will be responsible to provide two-way communication on issues, including problem prioritization, analysis and resolution of issues 🦜. The result should be a high level of consumer satisfaction ✅.

This role is Hybrid with 3 days a week in office in London / Canary Wharf.

👩‍💻Main Responsibilities but limited to:

• You are a brand ambassador for The Coca-Cola Company (TCCC), the face of Coca-Cola, acting as the voice of the Company externally and the voice of our consumers and stakeholders internally across social media and email.

• Management and support to a team of Consumer Engagement Coordinators for the markets of Germany, Switzerland, Austria and other smaller European markets.

• Project Management: taking the initiative to work on various projects with critical thinking, bringing and implementing new ideas to the table, and delivering these projects on time 

• People Management: coaching, development, planning & prioritization

• Accountability for Quality of Service: SLA’s and operational KPI’s

• Process Improvement initiatives: (e.g. Call Monitoring & Scoring, Urgency handling out-of-hours)

• Guarantee team readiness for upcoming/planned events such as campaigns and promotions

• Ensure all reporting related to Consumer Care & Engagement activities

• Participate to the selection, onboarding and training of team members

• Manage and audit operational software (e.g. Salesforce)